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1. The term guestology was originated by __________ of The Walt Disney Company.

2. A __________ seeks to understand and plan for the expectations of an organization’s targeted
customers before they ever enter the service setting, so that everything is ready for each guest to have a
successful and enjoyable experience.

3. Hospitality organization has within itself many __________, persons and units that depend on each
other and “serve” each other.

4. __________ is the sum total of the experiences that the guest has with the provider on a given
occasion or set of occasions.

5. The __________, sometimes called the service package or, is why the customer, client, or guest comes
to the organization in the first place.

6. The term __________, the landscape within which service is experienced, has been used to describe
the physical aspects of the setting that contribute to the guest overall physical feel of the experience.

7. __________ refer to the person-to-person interaction of series of interactions between the customer
and the person delivering the service.

8. The __________ of the entire guest experience or of any part of it is defined as the difference
between the quality that the guest expects and the quality that the guest gets.

9. service product + service environment + ___________ = guest experience.

10. ___________ industry is made up of organizatios that offers guests courteous, professional food,
drink and lodging services.

11. ___________ is the scientific study of guest's behavior within hospitality organization.

12. ___________ is the bundle of skills and technologies that gives the organization an important
difference in providing customer benefits and perceived value.

13. ___________ it articulates what the organization hopes to look like and be like in the future.

14. ___________ articulates the organization's purpose, the reason for which it was founded and for
which it continues to exist.

15. The ___________ or the searching look within for sthrenths, and weaknesses, defines the
organization's core competence.

III. Odd Man Out (2pts.each)

Choose the word/s that does not belong to the group. Encircle the letter of your answer.

1. The Industry Environment


a. New Entrants

b. Bargaining Power of Buyers

c. Rivalry Among Existing firm's

d. Ecology

2. The Overall Environment

a. Ecology

b. Substitute product or services

c. Politics

d. Technology

3. The Operating Environment

a. Competitive Position

b. Creditors

c. Labor market

d. Society and demographics

4. Assessment of organizations internal assets

a. pool of human capital

b. Managerial capabilities

c. Technological competitive advantage

d. Capital Suppliers

5. Components of Excellent Service Strategy

a. Quality

b. Value

c. Genuine achievement

d. Market share declination

IV. Enumeration
1. 5 Action plan in the Hospitality Planning Cycle (5)

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